Kennedy Zephania
Summary
Customer-focused professional with experience in providing exceptional support to customers. Skilled in troubleshooting issues, resolving complaints, and ensuring customer satisfaction. Demonstrated ability to foster positive relationships with customers and improve overall business performance through effective communication and problem-solving skills. Previous roles have resulted in improved customer engagement and retention rates.
Overview
3
3
years of professional experience
Work History
Customer Service Support Representative
AT&T
04.2024 - Current
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Meeting sales goals within assigned time manner.
Customer Support Specialist
GAT & United Airlines
11.2022 - 09.2023
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Performed check-in procedures for both domestic and international flights.
- Printed itineraries and tickets for passengers each day.
- Greeted passengers and provided information about departure and arrival times.
Field Sales Representative
Asurion
02.2022 - 06.2022
- Provided product demonstrations to introduce new products to the marketplace.
- Resolved escalated customer service issues in a timely manner.
- Monitored customer feedback to ensure high levels of satisfaction.
- Troubleshot customer inquiries related to software and hardware issues.
- Supported customers with online billing, access and account issues.
- Activate new customer devices and initial set up.
Retail Merchandiser
Belk
08.2021 - 02.2022
- Assisted customers with product selection and inquiries.
- Maintained cleanliness of sales floor and stockroom areas.
- Stocked shelves, racks, cases, bins and tables with merchandise.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
Education
Christiansburg High School
Christiansburg, VA01-2020
Some College (No Degree) - Physics
Brilliant
Some College (no Degree)Skills
- Customer service excellence
- Complaint Handling
- Microsoft Windows and Office
- Problem-solving aptitude
- Goal Setting
- Self Motivation
- Teamwork and Collaboration
- Multitasking
- Payment Processing
- Sales Development
- Upselling
- Product Promotions
- Meeting deadlines
Accomplishments
- Certificate of Distinction 2019
Languages
French
Limited
Affiliations
- I prefer staying active playing soccer and to art or playing Instruments helps me get creative get a bigger perception and being open minded.
Timeline
Customer Service Support Representative
AT&T
04.2024 - Current
Customer Support Specialist
GAT & United Airlines
11.2022 - 09.2023
Field Sales Representative
Asurion
02.2022 - 06.2022
Retail Merchandiser
Belk
08.2021 - 02.2022
Christiansburg High School
Some College (No Degree) - Physics
Brilliant
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